Job Description

To support the Contact Center section across the entire network by handling customers’ inbound calls and providing information on the various products and services; processing flight and holidays reservations, modifications and cancellations; promoting other ancillaries and services to maximize sales and enhance customers’ experience ensuring productivity is in line with set measures and company’s adopted policies and procedures.

Handles customers’ enquiries, requests and complaints in a positive effective manner whilst ensuring company’s branding and corporate image are reflected in a positive manner and as per approved quality standards. Additionally, Provides accurate information about the company’s products and services; processes travel bookings, modifications and cancellations on reservations. 

The Call Center Agent demonstrates thorough understanding of the Contact Center core activities & functionalities, supports the team in day-to-day operations ensuring maximum productivity, flexibility, and cooperation are achieved.

Experience, Qualifications and Requirements

• No previous experience is required for this role; any experience would be treated as an advantage.
• High School/Diploma or equivalent.
• Capable of using technology systems and tools such as Microsoft Office.
• Good in English & Arabic Languages.
• No hearing or articulatory problems.
• Capability of understanding market trends and channeling them leading to effective customer care solutions
• Possesses effective communication skills that enable him/her utilize in building sales and marketing techniques.
• Capable of understanding customers’ problems and direct them in the right channel.
• Ability to work for long hours and under pressure.
• Capable of identifying problems and immediately reacting to situations of different nature such as angry customers, complaints and special requests.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs

Skills Required

• Customer Service
• KPI